Integrating strategic human resource management and service management literatures, we propose a high performance work system for service quality (HPWS-SQ), articulate the differences and relationship between management practices of and employee individually-experienced HPWS-SQ, and examine how HPWS-SQ influences service outcomes. Data collected in three phases from five sources in banking service reveal that employee-experienced HPWS-SQ enhances employee individual service performance by enhancing employee human capital, psychological empowerment, and perceived organizational support. In addition, management practices of HPWS-SQ influence employee outcomes partially via the mediation of employee-experienced HPWS-SQ. Further, employee collective knowledge-intensive service performance is associated with branch customer overall satisfaction.
|出版ステータス||Published - 1 12 2007|
|イベント||67th Annual Meeting of the Academy of Management, AOM 2007 - Philadelphia, PA, United States|
継続期間: 3 8 2007 → 8 8 2007
|Conference||67th Annual Meeting of the Academy of Management, AOM 2007|
|Period||3/08/07 → 8/08/07|